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New product development benefits enormously from customer experience (CX) research, if done right. Sometimes, CX research is reduced to gathering product attribute lists outside the context of the actual experience. Moreover, companies often do CX research on an ad-hoc basis, not as part of a process. This leads to missed opportunities to save time and money in the process.
 
 
At the 2018 Dallas CX Talks , Brian Sullivan, from Sabre, presented a case study  illustrating the value of CX research to product managers. His presentation, Making the Unnatura…

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To invest in CX might seems the obvious thing to do given the fierce competition many companies face. However, at this point, many executives are still trying to grasp what that means. Kari Mickelson from MoneyGram International Partners discussed how her team got MoneyGram on the CX wagon in her presentation Building Buy-in to Invest in Customer Experience (CX) as a Practice at the 2018 Dallas CX Talks.
 
As the title suggests, Mickelson’s presentation was about how to get money from the executive management to run an internal CX practice and turn an organization into a…

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UX research methods are becoming popular as more companies across different industries try to provide a good user experience to their customers, which is not limited to improving a website or an app usability.
 
Designing a good user experience requires a user-centric iterative process, that can be represented as a continuous loop of four key phases  and that always comes back to the user:
 

Assessment: Understand what users are doing, what their needs are, and what problems they face
Design: Develop ideas of how to deliver a solution to the problems identified…

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More and more companies have started paying attention to user experience, which is often associated with the experience using websites, apps, or at physical stores. At times, user experience is reduced to usability issues, but it goes beyond that.
 
The fact is that user experience happens every time a customer interacts with a product or service while:

Choosing the product/service
Acquiring the product/service
Learning to use the product/service
Using the product/service
Fixing the product/service, if applicable
Upgrading the product/service, if…

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A recent study about online shopping from Big Commerce asked about what factors influence shoppers to buy online. Not surprisingly, the first one is price (87%). After price, the other 6 factors influencing purchase decisions are related to different aspects of the service or the product/brand: shipping cost (87%), product variety (71%), discount offers (71%), trustworthy reviews (68%), return policy (68%), and brand reputation (67%).
 
Once these key aspects of the service are considered, the user experience kicks in. Over 6 out of 10 (64%) shoppers mentioned “Simple sit…

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